60 seconds with EE's Lucy Baker
Written by: Land Mobile | Published:
Lucy Baker, Emergency Services Network head of customer engagement at EE

Lucy Baker, Emergency Services Network head of customer engagement at EE, discusses her role and her time in the communications sector

How do you spend your time at work?

ESN! I’ve had many different roles, but now I’m dedicated to the Emergency Services Network. At EE my team and I spend our time travelling around Britain meeting with ESN’s future customers, working to understand their needs and challenges, and to build their confidence in the network.

What’s the one gadget that you can’t live without?

It would be terribly clichéd to say my mobile phone, so I’ll say my Garmin running watch. I’m a marathon runner, and my watch is hugely important to keeping me on track.

Describe your most unforgettable project.

Everything on the ESN programme has dwarfed what I’ve done before, but prior to this I was asked to lead a three-year change programme to address a series of challenges that arose from the integration of T-Mobile and Orange.

What are your hopes for the sector?

I hope that the introduction of a nationwide voice and data network drives real positive progress, and that the UK is given the world-leader status that it deserves.

What’s the most unusual thing you’ve seen while working in the comms sector?

What really stands out for me is the work we have done with the emergency services on their events planning. We have accompanied them out on shift and been on the ground during events.

How has your role changed since you started working?

I started in finance. Now I am out there with our customers. It’s a great opportunity – I count myself lucky.

What do you do to relax?

When I’m not working or looking after my two boys, I run. I ran a 3.11 PB – and a club best – in last year’s London Marathon. That was a proud moment.

Lucy Baker is the ESN head of customer engagement at EE, overseeing a team that travels the country. Lucy has been working in the mobile industry for more than 20 years.


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